If you're stuck on a certification training lab and aren't sure how to move forward, don't worry — this is a normal part of the learning process! Before reaching out to the support team, there are a few things worth trying that often resolve the issue quickly.

Check the Lab Solution Lesson!

The best place to start is the lab solution lesson, which is located directly after the practical exercise lesson that instructs you to launch and complete the lab.

Each solution lesson provides a full step-by-step walkthrough of the lab, so you can validate your approach, check where things may have gone wrong, and understand the expected outcome. We strongly recommend working through this before trying anything else.

Before contacting the support team

Please work through the steps below carefully before raising a support ticket.

1. Double-check the basics

Pay close attention to:

• Command syntax and flags
• File names and paths
• Permissions and user context
• Capitalisation and spacing

Even small typos can lead to unexpected results.

2. Rerun the lab from the beginning

It sounds simple, but starting fresh from step one can make a big difference. When you do:

• Follow each instruction carefully and in order
• Make sure no steps were skipped
• Don't assume earlier steps were completed correctly — even a small misstep early on can cause problems later

3. Validate earlier tasks

Later steps often depend on earlier actions. If an earlier task was partially completed or misconfigured, it can affect everything that follows.

4. Remember: outputs may vary

If your output:

• Achieves the same goal
• Shows the correct data or behaviour
• Demonstrates the intended technique

Then it may still be correct, even if it doesn't look identical to the solution.

5. Reset the lab if needed

If you believe the lab environment itself may be causing the issue:

• Labs can be reset up to 3 times via the platform
• A reset often resolves issues caused by partial completion or misconfiguration

We recommend resetting only after trying the steps above.

Still stuck? Ask the Community!

Consider Joining the Community on Discord to explore dedicated channels, like the BTL1 Discussion, and seek assistance from other students who may be able to help.

When to contact support team?

If you believe there is a technical error, typo, or lab deployment issue, please Submit a support ticket and our technical support team will be happy to look into this for you!

Please include:

• The lab name
• A clear description of the issue
• Screenshots or error messages
• Confirmation of whether you reset the lab

This helps us review your case efficiently.